Conditions for returns

Items should be returned in substantially the same condition and quantity as received. Please package the jewellery carefully so it is protected during transit.

Please include your order number or a copy of your order confirmation with the return.

Unless the item is defective or we have made an error, you are responsible for the direct cost of returning it.

We recommend using a suitable postal service and keeping your proof of postage. Expensive parcel or registered services are usually unnecessary for small jewellery returns, but the shipping method remains your choice.

Refunds

Refunds are normally processed within 10 working days after we receive and inspect the returned goods.

The refund will be issued to the original payment method. Your bank or payment provider may require additional time before the amount appears in your account.

Exchanges and replacements

If you would like to exchange an item, please contact us before returning it. We will help you find the simplest solution based on availability.

Please include your order number or a copy of your order confirmation with any item returned for exchange or replacement.

Defective or damaged jewellery

We are sorry if an item arrives damaged or falls below our usual quality standards. Please contact us before returning the jewellery so we can arrange the best solution.

In the case of a justified complaint, VAIVA will reimburse reasonable postage costs connected with the return.

For low-value items, such as a single defective earring, it may not be necessary to return the product. Please contact us first so we can advise you.